Support Center
Multiple ways we can support you
Our Support Options
Before you request support
You can submit a new Service Request by sending an email to helpdesk@ten4tg.com. You can enter and review requests directly in the Client Portal. Please make sure to include the following, if possible:
- Summary of the problem in your email subject line
- Description of the problem in the body of your email
- Screenshots
- Error message/s — if you get an error message, cut/paste it into your email.
- The username that had the problem and what they were doing at the time
After requesting support
If you’ve already submitted a Service Request:
- Please use the Client Portal to check on your Service Requests.
- Do not send another email to check on the status of your issues. Each email sent to helpdesk@ten4tg.com starts a new Service Request. Once you log in, you have complete visibility to your service records. If for whatever reason your account is not set up in the Partner Portal, email us at helpdesk@ten4tg.com with your desired password and we will set it up for you.
Our process in resolving your Service Ticket
Once we receive your support request, these are several things that happen:
- New Service Ticket: A new service ticket is generated with a ticket number that can be used to track your request via the Client Portal.
- Automatic Acknowledgment: You get an automatic acknowledgment that your request has been received and logged.
- Ticket Processing: Once the ticket has been created, we then process it to evaluate the best resource to handle the question or issue.
- Email Response: You will receive an email or phone call directly from a resource as they begin working on your request. Alternatively, we may need to contact you by phone to discuss your request prior to working on it.
- Automatic Updates: The system automatically updates you on the progress or status of the work according to the workflow rules we have set up.
Reminders:
- Current Requests: If a ticket has been generated and you want to respond or update us about the same issue, please REPLY to the email notification you receive, rather than creating a new email. If possible, please avoid carbon copying (CC) anyone on a ticket. This allows the system to keep all related correspondence in the same ticket.
- New Issues/Unrelated Requests: If you have to notify us about an unrelated problem, please create a new email to helpdesk@ten4tg.com and DO NOT REPLY to an existing case or ticket email.